If you want to benchmark your customer service levels, look to gaming

A recent study into customer service levels across a number of industries showed that the telecoms industry is dreadful at customer service. All of the above are basic requirements for the gaming community and it sets the bar very high for customer service support teams. While gaming requires the highest level of support, telecoms must try and get at least some way there. As Teresa Cottam rightly points out, the telecoms industry still does not seem to know, care or understand the complexities and needs of the people behind a customer’s front door. A whole new opportunity awaits those telcos willing to step up but if customer service remains as bad as it seems to be, that opportunity will slip away.

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